Page 21 - GlobalEyes Edition 3 Jun 2011

Basic HTML Version

GLOBALEYES / EDITION 3
LINKS TOP
BRADKEN
SYSTEMS
QUOTING
CUSTOMER
DATABASE
SALES
ANALYSIS/
REPORTING
s $AILY WEEKLY MONTHLY REPORTING DESIGNED
SPECIFICALLY FOR THE "RADKEN $IVISION
-ANAGER AND 5SERS
s +0) ALIGNMENT WITH DRILL DOWN ANALYSIS BY
MARKET SEGMENT AND MARGIN
s "UDGET AND FORECAST TO ACTUAL TRACKING
s 0RINTED REPORTS OR 0$& S
s 3!- !NALYSIS "ROWSER BASED VIEWS
DASHBOARDS WITH DRILL DOWN
s #OM/PS 5.)")3 !CCOUNTING 3YSTEM
s #&2 3YSTEM
s -ARKETSHARE DATABASE
s $IVISIONAL CONTACTS DATABASE
s /NLINE CAPEX SYSTEM
s /NLINE CONTRACT REVIEW SYSTEM
s 3HIPPING REGISTER
s -ARKETING NEWS ITEMS
s #OMPETITIVE DATA
s 4EMPLATED QUOTES
s 1UOTES SAVED WITH
CUSTOMER INFORMATION
s %ASY AND FAST REFERENCE
FOR PRICING AND PRODUCT DATA
s 2EVIEW AND APPROVAL PROCESS
WITH ALERTS BACK TO !CCOUNT -ANAGER
s !UTOMATICALLY CONVERTS TO
SALES ORDER IN 5.)")3 ONCE ACCEPTED
s !CCESS ALL INFORMATION ON A
COMPANY OR A PERSON FROM
ONE CENTRAL DATABASE
s #USTOMER SEGMENT ! " #
s +EY CONTACTS MARKET SEGMENT INTERESTS
s 4RACK EQUIPMENT AT EACH CUSTOMER
s 4RACK PROJECTS
s #APTURE AND TRACK LEAD PROSPECT INFORMATION
s 3ALES HISTORY BUDGETS
s /RDERS CREDITS RETURNS AND PAYMENT HISTORY
s #REDIT STATUS
MARKETING
21
The introduction of
Bradken’s Customer
Relationship
Management (CRM)
system in the coming
months will streamline
customer information
and create more
efficient and
manageable systems
for our sales team.
CRM is a working database in
which all customer information
from prospect to sales and
retention can be entered
and accessed, increasing
efficiency and improving
the customer experience.
It’s a powerful tool that will
enable to centralise everything
we know about our customers
by allowing us to store
information – quotes, requests,
sales data, key contacts,
addresses, call records and
other notes – in an organised,
easily accessed database.
Appointment planning, callback
times and other sales-related
activities can also be managed
by the system. It will help us
improve quality and efficiency,
provide decision support and
decrease Bradken’s overall
costs and increase output.
Corporate Marketing Manager
Michelle Fragar said CRM
would enable Bradken to create
and deliver a lifetime of value
to customers by providing an
overview of the customer’s
buying patterns, contact
preferences and specific needs.
“In essence, CRM is the
establishment, development,
maintenance and optimisation
of long-term mutually valuable
relationships with our
customers,” Michelle said.
“It will give us information
about site contacts, all
quotes, customer requests
and historical sales data –
ensuring we don’t lose all
of this valuable information.”
The effective management
of customer data and the
companies they work for will
also help us forecast and
analyse customer trends and
behaviours and allow us to
offer them a more personalised,
tailored customer experience
on every purchase or contact.
The new system will be
installed in the coming months.
It can be installed directly on
to a computer or through a
web-based system that is
accessible only online.
“There are a number of specially
designed CRM software
packages,” Michelle said.
“But after a long search
we have found a system
that will provide important
synergies with our current
operational platforms.”